Improving Performance and Customer Satisfaction Via the Use of Information Technologies in Public Transportation and Logistics Systems

Abstract

During the last two decades, the enhancements in Information Technologies (IT) and the extension of their usage have transformed completely the ways of doing business. In addition to providing a competitive advantage, the utilization of information technologies help businesses to organize all information related with their customers, increasing their level of satisfaction from the good or service provided, support decision making processes and increase the collaboration between supply chain members. Due to the increase in overseas trade and the globalization trends, the usage and importance of Information Technologies in transportation have risen up extremely. This chapter aims to emphasize the growing need for and role of IT in Turkish public logistics systems, present examples of these systems' implementation around the world, and specifc benefts to be gained in terms of effcient operations and improved performance, proftability, customer satisfaction, and social welfare. In this respect, the authors aim to draw attention to the signifcance of the management Information Systems in different areas of public service. © 2025 Elsevier B.V., All rights reserved.